281 Deane Dr, Rockford, IL 61107
1-888-BEST BUY: (888) 237-8289
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Bought a MacBook pro 15" in 2015 with the $300+ Geek Squad protection. Was told I could get 1 charger replacement and 1 battery replacement with my 3 year coverage. About 1 year in my charger started fraying and I called for a replacement and was told by the Rockford store that they removed the option to replace chargers. Now 6 months later my charger has completely stopped working so I called Rockford store again. Surprisingly I was told I could get my charger replaced. I went in 2 days ago and my charger was assessed and the replacement was ordered. I was told I was receiving the charger today(2 days later). When I called today to check on that, I was told the order auto cancelled an hour after it was made. Now they will place the order again but I won't receive my charger until 7 days from now. Tried asking for the charger to be sent with overnight shipping and I was told that would be checked into but I never received a call back. I had multiple calls with the store today and never received a call back when promised. I had to call back every time. I know what it's like to work retail so I didn't yell or act unreasonable. I just asked for what I needed and worked with each person as they came. Eventually I did get frustrated after dealing with this through 6 phone calls from 10am - 4pm today and asked for a manager. The manager told me they were going to trace back to the person who originally told me I couldn't get a replacement but they were taking care of this by ordering the replacement that I'll receive in 7 days. I asked for a charger to be provided to me in store as a courtesy since this was a mistake their store made and I can't use my laptop for work. I was offered to buy a charger full price and return it once I receive my replacement. This is all very unacceptable. Bonus story: I got hired by this Rockford Best Buy but for a week I couldn't get ahold of a manager to work out a schedule so I had to quit through the lady who answers the phones.
GREAT GEEK SQUAD SERVICE!!!!! It has been so wonderful, I have used it, for years and years and, every SINGLE time I have had an ABOVE GREAT EXPERIENCE! NO matter which employee I have dealt with, Either in store, or on line, or by The Geek Squad on the land line. From the very first person I have dealt with, to the very last, over many years!!!! I have been nothing but ecstatic about the professionalism, kindness, and, a great sense of humor. : ) ( because, The help I need is so often ) The payment to keep the Geek Squad Plan is absolutely worth every single penny, REALLY PRICELESS!! I AM 100% SATISIFIED! I RECOMEND TO EVERY SINGLE PERSON THAT IS A CUSTOMER OF BEST BUY, IF YOU DO NOT HAVE THE GEEK SQUAD PLAN, I HIGHLY SUGGEST THAT YOU PURCHACE THE PROGRAM, THEY ARE AVAILABLE ON LINE ANY TIME OF THE DAY OR NIGHT, SO I KNOW I CAN ALWAYS GET WHAT I HAVE TO WORK ON, DONE! It has saved me so many unnecessary trips to the store. THE GAS MONEY SAVED ALONE WILL PAY FOR IT! I always know I will be treated kindly, and can depend on the knowledge of the Employees to repair my issue , again 100% of the time! I wish I had every single name of those who have helped me over the years, to just the other day, because, I would list them, and tell them Thank You FROM THE BOTTOM OF MY HEART, but I DO fill out every single survey ( THAT IS SO IMPORTANT, TO FILL OUT THE SURVEYS, BECAUSE, PEOPLE THESE DAYS ARE VERY VERY QUICK TO COMPLAIN, BUT DONT GIVE CREDIT, WHEN CREDIT IS DUE TO THOSE WHO REALLY DESERVE IT. SO I WOULD LIKE TO SEND OUT A GENERAL SINCERE THANK YOU TO EVERY SINGLE ONE OF YOU FOR YOU A + SERVICE! KEEP IT UP, GREAT JOB!
SINCERELY, JALENE GRENKE, ROCKFORD, ILLINOIS
GEEK SQUAD, YOU MAKE MY LIFE THAT MUCH EASIER, AND THAT IS PRECIOUS TO ME IN EVERY WAY! ( MOST OF MY EXPERIENCES HAVE BEEN ON LINE, BUT I DO HAVE TO GO TO THE STORE OCCASIONALLY. I ALWAYS MAKE AN APPOINTMENT, WHICH I HIGHY RECOMMEND TO THOSE WHO COMPLAIN THEY HAD TO WAIT TOO LONG, IF THEY DID NOY HAVE AN APPOINTMENT, THEN THAT IS ON YOU, DONT EXPECT BEST BUT EMPLOYEES TO PASS BY A CUSTOMERS WITH APPOINTMENTS FOR YOU, THAT IS UNREALISTIC, AND JUST PLAIN RUDE. MAKE AN APPOINTMENT, AND BY THE WAY THEIR JOB IS TO SELL YOU THINGS, THAT IS WHY THEY CALLL THEM " SALES ASSOCIATES " ON THEIR AWSOME NAME TAGS. I ALWAYS WRITE THEIR NAME DOWN, SO THAT I CAN DIRECT MY COMMENTS TO THEM PERCONALLY, AND THEIR SUPERIOR TOO!! I REALLY HOPE THEY SHARE THEM WITH EVERYBODY AT MEETINGS, THEY DESERVE AWSOME COMMENTS...GREAT JOB GUYS AND WOMEN, KEEP IT UP!! CUSTOMER FOR LIFE!!!!!!!!!!!!! JALENE G. AND SISTER CYNTHIA H. P.S. I HAVE NEVER BEEN TREATED RUDLY OR I HAVE MAKE A PURCHASE, ONLY WHEN I NEED TO, I HAVE NEVER EVER BEEN TREATED RUDLY BECAUSE I DIDNT BUY SOMETHING, AND , YES, SOMETIMES YOU WAIT ON THE PHONE, BUT THAT IS UP TO YOU!!!!! YOU DO HAVE THE OPTION TO HAVE THEM CALL YOU BACK WHEN YOUR TURN IS UP, AND THEY ALWAYS DO! SO IF YOU KNOW ALL OF THIS WHY ARE YOU COMPLAINING? YOU PREVIOUSLY KNOW THIS, SO JUST DONT DO IT WHEN YOU DONT HAVE THE TIME. IF ITS AN EMERGENCY, THEN YOU KNOW YOU WILL HAVE TO RARELY WAIT, JUST TRY TO PLAN YOUR DAY, IT AT ALL POSSIBLE. AND IN MY EXPERIENCE, WHEN THE PROBLEM BECOMES AN EMERGENCY, THERE WERE WARNING SIGNS THAT A PROBLEM EXISTS, SO DONT PROCRASTINATE, TAKE CARE OF IT AT THE FIRST SIGN. THIS WILL ALSO MAKE YOUR REPAIR ISSUE QUICKER TO FIX. I HAVE NEVER HAD AN ISSUE ON MY COMPUTER THAT DIDNT PRECLUDE SOME KIND OF BREWING, WARNING PROBLEMS....HOW ABOUT YOU??? LOOK UP THE WORD PRECLUDE.
I have been buying from Best Buy for many years, This stores GEEK Squad has got to be the worst, when it comes to answering the phone, they keep you on hold and then disconnect you after about 20 minutes. I tried several times this one day and never got through, even though the system one time said that there was only 1 call ahead of me. I NEVER GOT TO ASK MY QUESTION, for the help I needed.